Req Id: 425731

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell’s Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer-centric processes, policies, products and services, while upholding our Customer-First Commitments to make it easier for customers to do business with Bell.

As part of our team, you will be at the heart of our customer experiences.

Company name: Bell Canada

Position profile: 103

Salary group: 12

Job location address: 160 Elgin, Ottawa or 5099 Creekbank RD, Mississauga or 671 de la Gauchetière, Montreal or 76 Adelaide W., Ontario

Job status: Regular - Full Time

Number of positions: 1

Date candidate required: September 2025

Application deadline: September 11, 2025

Name of contact: Krystel Giroux 514.786.7196

Important Employees who are surplus or potentially surplus (with an active 912M form) will be given priority consideration for this position. All other applicants will be considered at the end of the posting period if no surplus employee has been selected.

Name And Description Of The Hiring Department The associate’s responsibilities are to support the BRS and BM Tech Support teams (Central & Atlantic) in all aspects of productivity, efficiency, metrics and data reporting as well as procedure creation, implementation and communication. Using complex data models built using various programming languages, the associate must create and produce standard and ad hoc reports for management using multiple specialized applications and proactively identify and communicate unusual fluctuations.

Job Duties / Accountabilities

• Generate and maintain weekly, monthly and year-to-date metrics reporting
• Prepare ad hoc, monthly and quarterly PowerPoint slides
• Prepare and ensure accuracy of the weekly dashboard data
• Produce and analyze data incorporated into key reports
• Carry out management investigations on trending, metrics, report accuracy or other ad-hoc inquiries
• Collaborate with support teams to offer best-in-class customer experience
• Provide recommendations regarding the process, quality, KPIs, and general performance

Essential Qualifications / Competencies

• Intermediate knowledge of SAS, A test may be required
• Advanced Excel and PowerPoint skills, A test may be required
• Ability to produce and analyze metrics, performance and productivity reports
• Ability to produce timely and accurate reporting (deep-dive)
• Ability to produce ad-hoc reporting from various sources
• Able to clearly communicate recommendations to all levels of management and external/internal stakeholders
• Ability to assess procedures and recommend changes when the need arises
• Ability to conceptualize, and automate processes and reporting
• Ability to collaborate/partner with internal and external stakeholders
• Ability to build and maintain harmonious relations with internal customers
• Ability to identify, document and communicate coaching opportunities as well as KPI and process improvements possibilities across all partnering teams
• Very strong attention to detail
• Knowledge of English without any significant limitation. In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada

Preferred Qualifications / Competencies

• At least 1 year of experience in a Reporting Position in the Contact Centre/Telecom Industry
• Successfully completed SAS Enterprise Guide 1 (Querying and Reporting)
• Knowledge of Microsoft Visio

Working Conditions

• Monday to Friday during business hours

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information Position Type: Union

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal

Work Arrangement: Remote

Application Deadline: 09/11/2025

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted. We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.